Redefining Service Excellence: Embracing Responsible, Human-Centric Innovations in the Era of AI & Technology

Closes:
Journal
Journal of Service Management
Guest editor(s)
Laurie Wu, Stephanie Q. Liu , Kevin Kam Fung So , Wan Yang , Anil Bilgihan ,

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Introduction

Service management is rapidly evolving with exciting innovations booming in every sector around the globe (Kandampully et al., 2022; So et al., 2024), calling for a redefinition of service excellence from both academic and industry perspectives. Amidst unprecedented technological evolutions and advancements, service organizations face evolving challenges in innovating for competitive advantage while ensuring responsible conduct. While a growing body of research explores the impact of AI and digital innovations on the service industry (De Keyser et al., 2019; Huang & Rust, 2022; Liu et al., 2024; Wu et al., 2021), limited attention has been given to how AI and technological innovations in service management can drive service excellence and responsible, human-centric outcomes (Alkire et al., 2024; Wirtz et al., 2023). This special issue sets forth to bridge that gap by addressing how AI and new technologies can foster responsible innovations and service excellence.  

Aim & Objectives 

The overarching aim of this special issue is to foster scholarly discourses on how service organizations can embrace AI and other forms of cutting-edge technology to advance service excellence and responsible service management practices. Submissions are encouraged to explore a wide range of topics, including but are not limited to: How can service organizations integrate AI and cutting-edge technology to enhance the experiences of multiple stakeholders, facilitate efficient interactions between actors, and reduce frictions within the service ecosystem? How do we leverage human-centric service designs to create meaningful, equitable and inclusive moments of truth? How do we foster service excellence cultures that will help enable responsible innovations that foster human flourishing?  

In line with the above objectives, this special issue invites theoretical, conceptual and empirical research that advances our understanding of responsible, human-centric innovations in service management. Submissions are encouraged to integrate multidisciplinary and/or interdisciplinary perspectives from diverse fields to expand existing research on service excellence. Research focusing on diverse service contexts, including hospitality, tourism, healthcare, retail and education, is particularly welcomed to capture the multifaceted and nuanced implications in the dynamic global service industry. 

List of Topic Areas

Key themes that this special issue will feature include but are not limited to: 

  • Fostering service excellence through human-centric service innovation 
  • AI-driven service innovation and management 
  • Human-centric service design in the AI era 
  • Responsible service innovation and service design 
  • AI-human interaction and collaboration in service 

Submissions Information

This special issue follows a two-step submission process: 

  1. Abstract Submission: 
    Authors are invited to submit their abstracts to the guest editors at [email protected] by February 28, 2025. Abstracts will be reviewed to ensure alignment with the special issue’s theme, and authors of selected abstracts will be invited to submit full manuscripts. 

  1. Full Manuscript Submission: 
    Once invited, authors should submit their full manuscripts via ScholarOne Manuscripts: https://mc.manuscriptcentral.com/josm. Full manuscripts must adhere to the journal’s submission guidelines. 

Author guidelines must be strictly followed. Please see here.
Authors should select (from the drop-down menu) the special issue title at the appropriate step in the submission process, i.e. in response to ““Please select the issue you are submitting to”. 
Submitted articles must not have been previously published, nor should they be under consideration for publication anywhere else, while under review for this journal.

Key Deadlines

Abstract submission deadline: February 28, 2025 
Email for abstract submissions: [email protected]
Opening date for full manuscript submissions: August 01, 2025 
Closing date for full manuscript submissions: November 01, 2025 

Guest Editors

Laurie Wu, Temple University, USA  
Stephanie Q. Liu, The Ohio State University, USA  
Kevin Kam Fung So, Purdue University, USA  
Wan Yang, California State Polytechnic University, Pomona, USA  
Anil Bilgihan, Florida Atlantic University, USA